*Please note that orders with a combination of apparel and accessories will ship once accessories are prepared

Address Errors

We cannot change your delivery address after an order has been shipped. We work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if your address was incorrectly entered at checkout. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we will only be able to refund you for the cost of merchandise. If the return delivery cost is greater than the value of the merchandise, 500 LEVEL will inform the carrier to abandon the package and no refund will be issued.

Package Loss

Although it is rare for international orders to be lost, please be aware that it can happen. Delivery time frames are estimates only and do not take into account weekends, holidays, or processing and packing times (please allow 24-48 hours for packing). International orders may take up to 60 days to clear customs, depending upon delivery method and government procedures. An international order will not be considered “lost” until 60 days after shipment date. We are unable to process claims until this 60-day period has passed. Please note that we do not offer replacements or store credits. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase. Please contact us by email or chat to discuss your options.

Customer Refusal

We are not able to offer refunds on products that are refused for any reason. In addition, if 500 LEVEL is billed for the cost of the return shipment due to your refusal, you may be responsible for that cost, too.

Customs Seizure

Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our fulfillment center in undamaged and resalable condition. In that event, a refund will be issued for the cost of the merchandise only; shipping costs will not be reimbursed. Customs fees may apply. Please note that if the cost to return a rejected package to our fulfillment center exceed.

Disclaimer

500 LEVEL cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related seized products or delivery delays. However, the vast majority of international shipments do not experience problems or delays. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from 500 LEVEL, you agree to the policies stated above. 500 LEVEL reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.

Customers are responsible for the shipping cost of returning merchandise. Please consider purchasing shipping insurance or using a shipping service that provides tracking information. 500 LEVEL cannot guarantee receipt of returned packages and is not responsible for lost items.

Returns Location

All returns and exchanges are to be shipped to the following address:

500 LEVEL

Returns/Exchange Department

4221 Freidrich Ln., Suite 130

Austin, TX 78744

Exchanges

Domestic Exchanges – If approved, exchanged items will be shipped back to the customer free of charge.

International Exchanges – International orders are not eligible for free exchanges. In these instances, you will be responsible for paying for your own shipping costs to have the exchanged item returned to you.

Returns

Our return policy lasts 30 days. Please make sure to return your item(s) within that timeframe or we will be unable to offer you a refund. Only regularly priced items may be refunded. Unfortunately, sale items are not eligible for refund.

To be eligible for a refund, item(s) must be unused and in the original packaging with a receipt or proof of purchase.

Once your return is received and inspected, you will receive an email notifying you that we have received your returned package and that your refund has been either approved or denied. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please be aware that shipping charges are non-refundable.

If you have not received a refund after a reasonable amount of days have passed, please make sure to double check your bank account before proceeding. If the payment still appears to be missing, contact your credit card company and/or your bank for more information. Processing times can fluctuate and some refunds take some time before they are officially posted. If you have done all of this and you still have not received your refund, please contact us.